Edgar Silva Rivero
Industrial Maintenance Engineer
Chihuahua
Summary
- Fifteen years of extensive experience in customer service, quality assessment, process mapping, standards adherence, and implementation of quality tools
- Proficient in working under pressure utilizing strategic planning methodologies. Actively engaged in cutting-edge Operations Management leveraging.
- Successfully led the integration of Essilor and Luxottica finance processes and standards, effectively incorporating all Luxottica's lines of business across North America and Canada.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Service Excellence Finance Customer Care Leader
Essilor Luxottica
07.2020 - Current
- Strategically assess customer and vendor needs, implementing standardized solutions to consistently exceed expectations
- Ensure the consistent maintenance of comprehensive knowledge and standardization of all services and processes related to Accounts Receivable (AR) and Accounts Payable (AP).
- Collaborate with branch managers, directors, and VPs to assess recurring issues, develop action plans, and generate comprehensive reports on the current branch priorities
- As a team leader, successfully orchestrated the migration of all financial processes from Essilor North America to Luxottica of North America, seamlessly adapting to new standards, enterprise resource programs (Oracle-SAP, Salesforce-HDA), and other operational requirements.
- Adeptly manage and resolve critical financial scenarios by engaging in negotiations with stakeholders, vendors, customers, and team members to ensure successful outcomes.
Quality Coordinator
Ideal Contact Center
06.2016 - 07.2020
- Manage the quality metrics, KPIs, billing, and collections indicators for multiple accounts.
- Adhere to client guidelines to ensure customer satisfaction and meet key performance indicators (KPIs).
- Facilitate operational transparency and reporting through consistent communication and standardized processes
- Partnered with senior management to deliver training on enhanced processes and contributed to the development and upkeep of quality training materials.
Quality Coordinator
TP Mexico Nearshore
01.2014 - 01.2016
- Ensure the enhancement of campaign quality (Fedex) by standardizing and adhering to client-provided procedures
- Facilitate operational department visibility and support in identifying areas of opportunity and implementing strategic action plans
- Adhere to process mapping standards (BEST) to uphold quality metrics in a standardized fashion.
- Conducted data collection and analysis to drive enhancements in security and performance.
Education
Industrial Engineering -
UTCH
Chihuahua 01.2017 - 05.2022
Skills
Critical Thinking
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Service Excellence Finance Customer Care Leader
Essilor Luxottica
07.2020 - Current
Industrial Engineering -
UTCH
01.2017 - 05.2022
Quality Coordinator
Ideal Contact Center
06.2016 - 07.2020
Quality Coordinator
TP Mexico Nearshore
01.2014 - 01.2016
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